Hospital Operations Manager

Petco Animal Supplies Stores•Walnut Creek, CA

About The Position

The Hospital Operations Manager provides daily leadership to a veterinary hospital and partners with Hospital Veterinarian(s) to coordinate hospital operations. The manager works with retail store partners to support a smooth, profitable operation, foster high-quality patient care and exceptional customer service, drive revenue, and manage costs. The role represents the mission and values of the hospital and Petco, and cultivates a supportive, collaborative team environment. This position leads hospital paraprofessionals and oversees day-to-day practice functions, including scheduling, equipment maintenance, inventory, invoicing, patient appointments, training, radiological safety, and elevated client concerns. It includes responsibility for staffing and performance management, financial reporting and targets, client and patient records, accounts receivable, and maintaining a clean hospital that meets OSHA standards. The manager supervises one or more veterinary technicians, veterinary assistants, and concierge partners. The position is primarily conducted in a veterinary hospital and involves substantial direct contact with clients and pets. It requires bending, kneeling, lifting up to 30 pounds as necessary, and standing for extended periods. The manager regularly communicates with clients, veterinary specialists, store partners, and product or service providers.

Requirements

Two to three years of previous experience working in a veterinary practice, or, in lieu of veterinary experience, at least two years of strong leadership experience.
Excellent written and verbal communication skills.
Ability to make decisions, delegate tasks and responsibilities, and drive results with hospital partners.
Compassionate and sympathetic manner, with the ability to maintain a professional attitude and demeanor during emotional or stressful situations.
Telephone etiquette and basic computer skills, including Microsoft Office.
Team-oriented approach, willingness to continue learning, offer creative ideas, and accept continual change.
Ability to schedule hospital paraprofessional partners to ensure adequate coverage while staying within forecasted payroll costs.
Ability to bend, kneel, lift up to 30 pounds as necessary, and stand for long periods.

Nice To Haves

Three to five years of previous experience working in a veterinary practice.
Previous profit-and-loss management experience.
Bachelor’s degree or equivalent experience.
Three or more years in a management role, including customer service.
Reporting and data analysis experience.
Veterinary Assistant or Technician experience with increasing responsibility.
Licensed Veterinary Technician or Certified Veterinary Assistant credential; not required.
Change agility: ability to work productively and navigate ambiguity or uncertainty in a fast-paced, evolving environment.
Desire to learn, including flexibility and resilience, adapting constructively to changing needs and seeking learning opportunities.
Ability to invite and incorporate constructive feedback, both giving and receiving it.
Drive for results, including ownership, decisive action, clear goals, and personal responsibility for decisions and execution.

Responsibilities

Lead hospital paraprofessionals to promote operational excellence, efficiency, high standards of patient care, and excellent client experiences.
Build productive, collaborative relationships with hospital veterinarians and foster a positive, cohesive team culture.
Coordinate day-to-day practice operations, including veterinarian and support-partner schedules, equipment function and maintenance, inventory control and ordering, invoicing, patient scheduling, team training, radiological safety, and escalated client concerns.
Oversee hiring, training, performance reviews, counseling, and separation of paraprofessional partners in partnership with the Area Operations Manager and Human Resources Business Partner.
Schedule paraprofessional partners at least two weeks in advance and maintain partner attendance and punctuality points in accordance with Petco policy.
Create and maintain the doctors’ schedule, with support from the Area or Regional Medical Director as needed.
Review monthly profit-and-loss reporting and partner with the Area Operations Manager to grow revenue and meet financial targets.
Escalate partner or client issues to the Area Operations Manager, Area Medical Director, and/or Human Resources Business Partner as needed.
Collaborate with the Petco retail team to deliver a seamless complete-care customer experience and a positive, cohesive team environment.
Schedule appointments, educate clients, relay test results to doctors and clients, maintain inventory and patient/client records in the practice management system, and manage accounts receivable.
Keep the hospital neat and clean, maintain OSHA standards, and perform routine cleaning according to need and a predetermined maintenance schedule.
Uphold and enforce Petco and Vetco Total Care policies.
Address patient, client, and hospital-partner issues as they arise or as soon as possible, prioritizing patient care.
Provide backup front-desk support, including answering telephones, and perform additional duties and special projects as assigned.
Recruit, interview, hire, train, mentor and coach direct reports; delegate assignments and partner with Human Resources on discipline, up to and including termination.
Plan staffing coverage while keeping hospital payroll within forecast, and support efficient daily operations and an optimal experience for patients and guests.